Feeds

Service management: A million jobs or a job with a million parts?

Just because they can doesn't mean they are

  • alert
  • submit to reddit

Business security measures using SSL

Workshop Not so long ago there was the stuff that IT folk did, and there was stuff that non-IT folk did. The business was run by business people, and the IT department was run by IT people. Of course it made sense for the two sides to interact.

To the outsider, it may have looked like the IT folk needed some business sense to help them run things in a more shipshape fashion, and that the business folk needed a bit of IT literacy beyond their desktops to help them ‘delight their customers’ more efficiently and consistently.

It wasn’t long before the IT industry started talking about ‘alignment’, ‘experiences’ and ‘relationships’ and ‘service’: everything would become fantastically well managed, users would all be happy and everyone in IT would go home on time each day. As we know, things didn’t exactly turn out this way. While (we know from our research) the role of IT as a service provider to the business is accepted and widespread, it is still aspirational at a practical level for many organisations.

Why is this? The reason is that, despite best intentions and great theory, most of the organisations we have spoken to have spent the last decade getting better at managing their IT at a component level.

All the same, managing your stuff from the point of view of the person consuming it, at the point of delivery remains where it’s at. Indeed, there is strong evidence of a link between IT helping the business achieve its strategic and operational goals, the alignment of IT services to business drivers and goals, and how IT management is done. But while the business is starting to expect all this service and alignment stuff, it lacks impetus to give the IT department the means to deliver it.

Although ‘services’ are a relatively new concept inside the IT department, the rest of the business has been providing them forever. This is especially true of organisations which manufacture and support a product throughout its lifecycle. However, the attributes of this kind of service are also changing. Many of the assets used in business service delivery now incorporate features and functions which make them look as though they belong inside the IT department. They can be managed as such too.

However, just because they can doesn’t mean they are. ‘Blue collar’ business service delivery is a long way from ‘white collar’ IT service delivery in terms of personnel, equipment and jurisdiction. Two separate worlds with a common goal.

To some organisations service management may look like a million little jobs to be managed. To others it may look like one big job with lots of moving parts. But in either case, seen from the business or the IT perspective, it is how all the jobs or the parts work together, which is more important than the individual components.

Over the next four weeks we’ll dig into the topic of service management. And to kick things off here’s a nice easy question for you: What does service management mean to you and your organisation today, and have the last few years seen any changes emerge? As always, we appreciate your thoughts.

Choosing a cloud hosting partner with confidence

More from The Register

next story
'Windows 9' LEAK: Microsoft's playing catchup with Linux
Multiple desktops and live tiles in restored Start button star in new vids
Not appy with your Chromebook? Well now it can run Android apps
Google offers beta of tricky OS-inside-OS tech
New 'Cosmos' browser surfs the net by TXT alone
No data plan? No WiFi? No worries ... except sluggish download speed
iOS 8 release: WebGL now runs everywhere. Hurrah for 3D graphics!
HTML 5's pretty neat ... when your browser supports it
Greater dev access to iOS 8 will put us AT RISK from HACKERS
Knocking holes in Apple's walled garden could backfire, says securo-chap
NHS grows a NoSQL backbone and rips out its Oracle Spine
Open source? In the government? Ha ha! What, wait ...?
Google extends app refund window to two hours
You now have 120 minutes to finish that game instead of 15
Intel: Hey, enterprises, drop everything and DO HADOOP
Big Data analytics projected to run on more servers than any other app
SUSE Linux owner Attachmate gobbled by Micro Focus for $2.3bn
Merger will lead to mainframe and COBOL powerhouse
prev story

Whitepapers

Providing a secure and efficient Helpdesk
A single remote control platform for user support is be key to providing an efficient helpdesk. Retain full control over the way in which screen and keystroke data is transmitted.
WIN a very cool portable ZX Spectrum
Win a one-off portable Spectrum built by legendary hardware hacker Ben Heck
Storage capacity and performance optimization at Mizuno USA
Mizuno USA turn to Tegile storage technology to solve both their SAN and backup issues.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Security and trust: The backbone of doing business over the internet
Explores the current state of website security and the contributions Symantec is making to help organizations protect critical data and build trust with customers.